Customer Service Management

GEETA PILLAY

*** * **** ******, ****: 513-***-****

Palatine, Illinois 60067 Home: 513-***-****

Email: *****.******@*****.***

Qualified finance and strategic analyst with 10 years global experience in banking and corporate, with the following strengths:

• Expertise in financial and strategic analysis and reporting of vital operational information

• Excellent communication and interpersonal skills to collaborate with people and teams

• Quick learner on-the-job, strong contributor and focused on results for the organization

Work status US Permanent resident

Qualifications

Master in International Management,

HEC Lausanne, Switzerland, Sept ’02 –Dec ’03

(Exchange semester at Texas A&M University, Aug ’03 – Dec ’03)

Master of Business Administration (Finance),

Osmania University, Hyderabad, India, July ’95 – Oct ’97

Professional Experience

PNC Mortgage, Downers Grove, Illinois Mar ’12 onwards

The nation’s sixth largest bank by deposits and the nation’s top mortgage lenders and service providers

Mortgage Loan Auditor - Contractor

• Reviewing Mortgage Files, auditing documentation presented by Loan Processors, Loan Underwriters, and Closers

• Communicate internally to obtain necessary and/or missing documentation to process the file forward

The Huntington National Bank, Cincinnati, Ohio April ’10- Nov ’11

A $50+ billion regional bank holding company headquartered in Columbus, Ohio, the 35th largest bank holding company in the country, ranked by assets.

Account Relationship Associate – Business Loans

Servicing & processing commercial loan for small to medium sized businesses; also handled sales and customer service

My main functions and accomplishments included:

• Managed the loan process to ensure smooth process flow and operational effectiveness

• Analyzed credit reports and interacted with Title and Insurance companies for various reports

• Ensured prompt final settlements of all loan accounts, including fees and payoffs

• Built, developed and maintained client relationships with Bankers as well as Portfolio account managers

• Analyzed periodic trends with regard to maintaining and forecasting cash levels

• Provided outstanding customer service for internal and external clients

JP Morgan Private Bank, Switzerland Aug ‘04 – Dec ‘08

A global leader in asset and wealth management, private bank of JP Morgan Chase & Co

Operations Analyst: Financial Reporting & Projects (Aug ‘07 – Dec ‘08)

In-depth analysis and reporting of organizational performance based on key performance indicators (KPIs)

My main functions and accomplishments include:

• Perform financial analysis and produced reports based on KPI’s through scorecards, management reports and other staffing reports

• Analyzed key metrics, KPIs and intelligence gathered for business and project planning including headcount analysis

• Identified and reported inefficiencies, and discrepancies in KPIs across the various business units

• Recommended performance improvements to increase efficiency and productivity

• Handled project based initiatives to improve productivity and service via business continuity testing across multiple team functions & locations and testing efficiency of outsourcing models

• Kept all records, documentation and the SOP’s applicable for projects and reports, including staffing analysis

• Improved team communication and interaction that led to strong collaboration and work improvement

Operations Analyst: Billing (Aug ‘04 – Aug ‘07)

Processing fees payable towards the advisory and consulting services provided to high net worth clients for wealth management

My main functions and accomplishments included:

• Managed the billing process for High Net Worth clients based on the portfolio value of the invested assets

• Analyzed and solved billing related enquires to provide accurate resolution to queries

• Constant review of contract terms and conditions to be able to confirm validity and accuracy of fee billing terms

• Continuously improved the accuracy and timeliness of billing data and systems

• Kept all reports, documentation and the SOP’s applicable to the processes and procedures

• Delivered critical projects aimed to convert local billing systems into a common system

• Rolled out an organizational training on fee billing process to improve efficiency of the internal business process cycle

• Facilitated strong and effective partnership with all internal customers

CoreTech Info Systems, India Feb ’99 – Jan ’02

A software firm handling software development and IT enabled services for clients in Asia, Middle East and USA.

Business Executive (Reporting to the CEO):

My main responsibilities included:

• Financial reporting and analysis, with cash flow and staffing analysis, together with the firm’s CPA

• Prepared regular budget preparation for the company with budget-variance analysis

• Payroll management to ensure accurate payroll processing

• Participated in recruitment and selection processes for professional and technical staff

S.I.S Info Tech, India Jan ’98 - Jan ’99

Business research firm that provides research support services to some of the world’s leading research and consulting firms

Research Analyst - Consulting

My main responsibilities included:

• Conducted market, operational, investment and financial analysis on companies, institutions, market sectors and products

• Performed Analytical & Data Modeling and critical issue analysis for clients and internal managers

• Prepared research reports at short term notice to support time-sensitive project requirements for the organization’s network of external industry experts and consultants worldwide

Information Tools

MS Office – Advanced user of MS Word, Excel (Pivot tables, V-lookup and Financial Modelling) and Power-Point

Trained on several banking software in JP Morgan and Huntington

References in Huntington and JP Morgan can be provided on request

Contact this candidate